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How Tos

How to do specific tasks in Desk365

Updates & News

Release notes and product updates

Getting Started

Setup guides that help you get started.

How to configure Ticket Properties

We’ve made improvements in the ‘Ticket Properties’ menu to display the order of ticket fields according to your choice in the Agent Portal and the Teams Agent Bot. Before this upgrade, if you had multiple forms and if you’re working on a ticket related to Employee Onboarding Form, you may

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How to Change the order of ticket field filters

As most of our customers requested further improvements in the Filters option to change the order of filters displayed in the Agent Portal, we’ve gone ahead and made these changes live in the Desk365 app today to make the ‘Filters Order’ display according to your choice. How to change the

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How to Create a Custom Ticket View

https://www.youtube.com/watch?v=wuTnxfIrMe4 Custom Views help you to organize tickets better by grouping them into lists based on a defined set of criteria. For example, you can create a view for open tickets that are assigned to you, a view for tickets with specific SLAs applied to it, a view for tickets

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Customizing Ticket Statuses

https://www.youtube.com/watch?v=tWdwZkgPLY4 A support ticket will go through multiple teams and support agents during its lifecycle. Each of the teams and agents working on the ticket perform multiple operations on the ticket, from replying to the customer to adding additional notes and updating ticket properties, before assigning the ticket to another

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How To: Configure SLAs and apply them to tickets

https://www.youtube.com/watch?v=4YjzTpgRKYo Based on valuable customer feedback, we’ve revamped the SLA module, making it easier to configure and use. In this article, let’s go through some of the concepts and show you how to configure SLAs so that they can be easily applied to any ticket.  No SLA Policy When you

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